In recent years, the 'IT help desk' has undergone a shift in meaning thanks to its new name, the 'IT service desk'. It was deemed that if it's known as a 'help desk' then staff would only call it when they needed help or when something was wrong. A service desk can in fact deal with anything from the need to install Adobe Reader, setting up a new user, to dealing with an exploded computer, all the way through to how to update a formula on Excel.
We currently offer three basic approaches to Agile working: Scrum, DSDM and PRINCE2 Agile® – what’s the difference?
Despite Agile methodologies proving to be effective in organisations around the world, there are still companies who are nervous of adopting an Agile approach. Often, senior management perceive there to be a lack of control in Agile methodologies. Once you know Agile, you’ll understand that this is incorrect – Agile methods should give you far more control than using a non-Agile approach.
What's clear in ITIL® is that value is not always related to money - it's not always about providing the cheapest service.
When compiling a new IT service, always ask yourself 'What are we trying to achieve?' Think about the outcome you're trying to get to rather than the means by which it should be done. A great example is 'we need a website so that we can sell online' is the wrong way to think about it. This declaration is focusing on the means and not the outcome.
Back in January, we announced that the time to wait for ITIL® exam results is now four working days or fewer. We're adding many more exams to this list which means that if you're in search of a certification, you'll get your result within a week of sitting the exam.
There is no arguing that ILM (Institute of Leadership and Management) and CMI (Chartered Management Institute) courses are a good thing. Over 750,000 managers have taken an ILM qualification in the past 10 years and employers say 93% of managers perform better at work after an ILM qualification. Likewise 78% of employers agree that CMI qualifications provide quality assurance for customers and that the benefits outweigh the time, money and effort invested in obtaining them. I’d also like to point out though that 73.6% of statistics are made up on the spot – as is that figure probably!
DSDM (AgilePM) is that little-known British-born sibling of Agile, making up just 1% of worldwide Agile use, don't discount it just yet, it has many aspects to shout about. If your team is looking to move from a traditional project management style to Agile, AgilePM might just be the answer.
Once you've completed ITIL® Foundation Certificate and gained two points, no doubt you'll be looking towards the next level of intermediate modules.
In a LinkedIn training group I frequent, I often see posts looking something like: "I'm holding a workshop on communications plz share your plans". Did I say a post? More like 'a heading without further content' is a more accurate description.
Nonetheless, the irony of demonstrating an inability to communicate effectively (no details of intended audience, session objectives, addressed problem) nor the utter cheek of soliciting complete strangers to perform design effort for them, posts like this occur quite frequently.